Understanding Customer Needs

Understanding Customer Needs

Hotel employees are required to provide great customer service to a variety of different customers, from corporate guests to family and leisure customers. This course covers how you can effectively understand and serve the needs of each different group to ensure great customer experiences are being delivered throughout your hotel.

Professional Hospitality Training
Updated Apr 12, 2019

Course Overview

This module explores the differing needs of leisure, families, conference and corporate customers with lots of ideas.

Learning Objectives

  • Identify the different needs of different types of customers
  • Identify ideas to put the WOW! Into great customer service

Target Audience

Designed for all operational ‘front facing’ hotel staff. The modules can be used as a complete programme or individually for specific training needs or refreshers. Individuals may like to develop their own knowledge and confidence or use the module certificates at interviews. The programme will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.


60 minutes